| rev:text
| - Performance Ford/Felix Sabates
When the dealership opened (8:30am) I called and asked if I needed to schedule an appointment for an oil change and tire rotation, the female operator said yes and transferred me to the service department to schedule. Again, I said what I needed and the guy asked when I wanted to come in. I asked if he had any same-day availability. He asked if I had any preferences as to what time today and I told him I could make any time work--I could've been there in 15 minutes. So he asked if 1pm would work and I said sure.
I arrived on time despite the lack of parking and proper signage as to where to park for service. After waiting about 5 minutes in their little service office a guy asked what I needed. I told him I had an appointment for 1 o'clock for an oil change and tire rotation. He asked if I had my keys and when I held them up he took them and walked out. I watched him as he got the needed information from my vehicle and then came back in. He set a clip board in front of me and put an "X" on a line I assumed he wanted me to sign. He didn't say what the paper was for nor did he give me a quote for the price. I wasn't too bothered though because 1. I can read and 2. I had come here once before for the same service.
As he took the clipboard away he asked what I planned on doing... I started to say I'd just sit in the dealer office (which is in the building next door and is more spacious with a seating area), but the way he asked me seemed off. So I asked how long it was going to take. He thought that was funny and said the actual service only takes about 20 minutes or so, but it will be another HOUR AND A HALF before they even get to my vehicle. I asked what happened to my 1pm appointment--why is my vehicle not even getting looked at until possibly 2:30 or later now? He scoffed at me they "don't have appointments, [their] technician doesn't just sit around all day waiting" for the appointments.
First of all, I was on time. Second, I've only been to this dealership once before for an oil change and tire rotation, but I know for a fact when I called, the operator said they DO schedule appointments for the service I was requesting. The operator said the same this morning and the man who actually made my appointment never said anything about an appointment not meaning anything. In fact, I just called again, and the operator informed me (once again) that I do need to schedule an appointment.
If you're going to insist that people make appointments for service, then you should follow through with the appointments AT THE SCHEDULED TIME. If you're going to allow "walk-ins" then you should let people know who call for same-day service that they are welcome to come and wait for an opening. Had I been told that walk-ins were welcome, I would've went first thing in the morning and waited no problem. I don't mind waiting, but I shouldn't have to wait a hour and a half past the time WE scheduled (yes, that's right, an employee from your establishment offered a specific time and I agreed to it therefore WE scheduled that appointment in agreement). I mean, what's the purpose of scheduling for a SPECIFIC time (not to mention showing up at the specified time) if you aren't going to honor our appointment?
I will not be returning to this dealership nor recommending it.
The fact that you're incapable of maintaining your appointments paired with the level of unprofessionalism from your front line staff is appalling.
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